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Surviving the In-House Solution Stack Hack How to create perfect-fit custom solutions that transcend “quick fix” hacks and become truly scalable

Marshall DenHartog President

DPS Telecom

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What is a Solution Stack Hack?

Multiple pieces of gear Homebrew integration elements (scripts/cables/power/programming) Only you understand and can support this solution

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In-House Solution Stack Hacks

How they originate Why they are important to company performance Why they fail... eventually How to fix the process and maximize the positive impact

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Earlier this year at CommTech East...

DPS CEO Bob Berry spoke on this topic:

He offered advice for upper management. The audience was mostly system designers and installers.

Today, I'll help you no matter what role you play.

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How does a good idea...

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How does a good idea...

...become a horror story?

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Types of Candidates for In-House Solution Stack Hack: The Big 4

Recurring problems Workarounds & adaptation

Repetitive tasks, automation, & test tools

Information sharing & logging

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Key Benefits of In-House Solutions

These are solutions designed to impact “exactly the biggest local issues hurting your company.” Solutions are designed by local subject-matter experts. These designs are totally focused on a positive outcome for the company. The trick is to lock in all these gains while protecting against all the risk points.

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Who initiates the hunt for a solution stack?

Technician with an idea to

save time or trouble

Manager who sees a pattern

User Complaint

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Where is it developed?

Locally Out of band (invasive...) Iteratively Used and refined over time Most project starts never become final prototypes, but those that do, work!

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Impact Horizons Most opportunity for improvement occurs in 1 site. It usually only organically spreads to a small region. The Impact Horizon is small enough that a single technician & manager can decide to solve a problem. The larger the impact horizon, the more “friction” to change.

Key point: The original plan was built for a small, localized problem.

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Why would you be leary?

Difficult to scale Difficult to maintain Purchase Access (versions cannot be “locked in”) Supporting documentation can be lacking Key people can be squandered in a support role Stress can soar. Job roles suddenly spike & change Sudden “cleanup” costs can be huge

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Business Statistics

“68% of IT projects fail” http://www.zdnet.com/article/study-68-percent-of-it-projects-fail/

“...between 65 and 80% of IT projects fail to meet their objectives, and also run significantly late or cost far more than planned.” Portland Business Journal

“...50% of respondents indicated that their project failed to consistently achieve what they set out to achieve.” KPMG New Zealand

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If the Solution works, that's when the trouble starts!

While deployed to a single site, the Solution Builder can handle the install, turn-up, and maintenance. The value is locked in until he leaves or the Stack breaks. While deployed to a small region, you still have the same story, except now a small Guide is developed to help others to install and setup the solution.

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The trouble starts if... ...the deployment spreads: Support can become a full-time job for an extended period during roll-out The Setup Guide will need more detail Purchasing & product availability can become increasingly problematic As more people “play” with the Solution, the number of issues can skyrocket. Off-the-shelf parts chained together can get really tough to keep in sync, leading to skyrocketing support demands. New versions of off-the-shelf parts may not be form, fit, & function compatible.

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So, how do you lock in the gains and protect yourself?

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7 steps to maximize your benefits 1Document the plan first, then build a demonstration prototype. 2Demo the prototype to all interested parties. Brainstorm to maximize value. 3Implement the new selected features. Don't get stuck. 4Demo the final prototype. Discuss any design deviations. 5Document the project:

Keep a full project file Create a user/setup guide Document full vendor part number(s)

6Document all setup screens, 7especially screens that are defaulted 8Create support team

1Keep log of all Q&A and build a FAQ 2Publish FAQ in convenient place

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Documenting everything in the project is key

Will the project survive The Bus Test? The project, and the ability to maintain and develop, should survive!

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Scaling Solutions for Roll-Out

Maximizing solution value Building product Field trials & technology proofs Installation planning Ongoing support & maintenance

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4 ways to move solution to the field

1.In-House Solution Stack 2.Design in-house & use contract manufacturing 3.Pay NRE on original equipment to create “special” version 4.Work with an engineering & manufacturing partner who specializes in developing perfect-fit solutions

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But no matter your deployment plan... ...the key decisions are the same

Brainstorm and involve all shareholders Think about the packaging Plan field trials Plan a phased roll-out Create an in-house support plan

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Bit Bucket works for Software & Documentation

Store your project in the Cloud Share tools & FAQs to enable self-support Avoid the trap of new maintenance responsibilities (you still have your own job to do)

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Start with a virtual prototype

Generate a photo-realistic design: Device package Connectors & cabling LCD, LEDs, & User Interface Power connection

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Use the virtual prototype to drive brainstorming

Get key shareholders together Using a virtual prototype

Get people to really imagine the product in use What else would add value? How would we hook it up? What are the physical limitations? Connector types? What setup & configuration & test tools will be needed?

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Brainstorm

Use brainstorm session outputs to create another virtual prototype Don't forget to talk about Risk

How would the unit be replaced? How would software or firmware be updated? Could things be bumped or damaged? What if different sites have different power voltages?

Repeat until everybody is satisfied

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Resist Temptation to Commoditize

Don't reduce the scope of the solution to make it “more like” an existing product Don't confuse Cost of Acquisition with Total Cost of Ownership Find a way to estimate the solution's value to the company

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Resist Temptation to throw in “everything but the kitchen sink”

Make the team articulate the value of everything Think about implementation cost only to help eliminate “nice to haves” Remember extra “stuff” has a carrying cost: -More documentation -More ways to get it wrong -More support required

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Field Trial Planning

Testing solutions in a “field-like” setting is often overlooked or done superficially. This is a test designed to verify the solution works in the “real world”. The better the trial, the better the solution. Tougher field trial = Easier roll-out

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Limited and Phased Development

Try in a few “easy” sites – let it bake! Try in a high-impact site Limit the initial roll-out to a small number of sites Roll out the rest in phases – watch for problems. Update the process & documentation as needed.

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Tech Support Documents & Services

Determine whether to use inside or outside technical support services. Either way, you'll need manuals, install guides, and troubleshooting guides. Always have access to an evolving FAQ of problems, questions, & answers.

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Lock-in Availability of Parts

Estimate size of the roll-out Estimate years of service needed Estimate additions & maintenance sparing

Give great thought to guaranteed parts access: -Buy all units & spares upfront (OR) -Work with vendor to guarantee access

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A good manufacturer is key

MFD parts suddenly become “in-house” solutions A reliable manufacturer pushes end-of-life out “forever”

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Amateur vs. Pro

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Amateur vs. Pro

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Amateur vs. Pro

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Vertical Integration

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Vertical Integration

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Valve-Control Project

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A single vendor has a big stake

The project is large, so vendor can afford to support you.

Ex. On a DPS valve-control project, we sent someone to the site to help.

Superior to X vendors with 1/X of a stake

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A single vendor makes you look good

Gain the prestige of an engineer who delivers a polished solution.

Ex. DPS has designed gear to match client's branding.

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Global electronics manufacturers

We designed equipment that matched the look and feel of their other components. Product reinforced their brand How would you like to be the engineer in charge of a product like that?

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Multi-Regional Telco Monitoring Device with Fiber Interface

Alarm Data

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Automated School Security Dialer

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Any questions or comments?

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Marshall DenHartog President

DPS Telecom

mdenhartog@dpstele.com 559-454-1600

www.DpsTele.com/Remote2015